Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowFirst seen 17 hours ago

Customer Engagement Manager

sunKING195 open roles

Where
Addis Ababa
Work mode
On site
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowCustomer Engagement ManagersunKING · Addis Ababa

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on sunKING's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.0%1 day
  2. 4.3%3 days
  3. 11.3%7 days
  4. 17.6%14 days
  5. 34.3%30 days
  6. 43.5%60 days
This job: first seen 17 hours ago

The posting

Job Location: Addis Ababa, Ethiopia.

About the Role

The Customer Engagement Manager at Sun King will oversee the call center and field teams in Ethiopia, with a focus on maintaining strong performance across the customer engagement and service functions. The role will work closely with customer engagement and service team managers to strengthen performance, develop team capability, and maintain high standards across the operation.

What you will be expected to do:

  • Establish operating models, targets, and performance metrics for the Customer Engagement and Service Teams.
  • Conduct regular briefings with the customer engagement and service teams to communicate priorities, targets, and performance expectations.
  • Ensure daily, weekly, and monthly reporting on all outbound calls and performance against KPIs.
  • Closely monitor and track performance and SLAs for the Credit & Finance and Welcome Teams, ensuring they meet required standards as critical business functions.
  • Consolidate and validate training and development requirements across the customer engagement and service teams.
  • Provide ongoing coaching and mentorship to team members.
  • Hold one-on-one discussions with team members to address performance matters and identify appropriate actions.
  • Manage staff disciplinary matters where coaching and training have not achieved the required improvement in performance.
  • Document all absences and keep records updated across relevant systems and trackers.
  • Develop a tracking system to identify noticeable attendance trends.
  • Maintain accountability across team members and team managers, involving HR in disciplinary matters where required.
  • Maintain effective control of shrinkage, ensuring that planned and unplanned shrinkage does not exceed a combined 35% of total headcount for each team or function.
  • Maintain smooth workflow across remote teams, including timely follow-up and resolution of issues affecting remote work and hybrid arrangements.
  • Promote a customer-centric culture across the organization.
  • Monitor, track, and report on the availability and effectiveness of work resources, systems, and tools across remote functions.
  • Manage and evaluate performance appraisals for the Ethiopia Customer Engagement and Service functions.
  • Implement quarterly performance appraisals.
  • Maintain hourly, daily, weekly, and monthly performance tracking, with consistent follow-up on action items.
  • Motivate team members and managers while building a high-performing operational team and a culture of accountability, results, and flexibility that enables the organization to meet or exceed customer expectations.
  • Enable managers to effectively manage their teams, with strong coordination across the wider function and a focus on building capability.
  • Work closely with other functions, including Operations, Finance, HR, and Sales, within the Ethiopia market to establish effective ways of working across teams.
  • Evaluate and optimize workforce capacity to ensure the operation has the required skills, structure, capacity, and quality to deliver high-quality service across all customer engagement and service functions and products.
  • Define and manage call center functions in line with industry standards and expectations.
  • Guide and develop customer engagement and service team managers through structured training and mentorship programmes.
  • Monitor peak-period performance and Ethiopia call center metrics against relevant market standards.
  • Manage stakeholder engagement and field-related requirements across the functions.

You might be a strong candidate if you have:

  • 3+ years of experience managing call center operations within a large-scale team at manager level.
  • A team-oriented approach, patience, and a strong focus on people, with the ability to work effectively with a highly skilled and experienced team.
  • Strong data interpretation and research abilities, with the ability to translate customer feedback into data and customer ideas into product recommendations.
  • Demonstrated ability to motivate and communicate effectively with colleagues and stakeholders at all levels.
  • Strong relationship-building skills and the ability to use these relationships to improve customer Excellent communication and negotiation skills.
  • Strong organizational skills, with a consistent approach to follow-up and task completion.
  • Ability to work effectively with and mentor culturally diverse, skilled teams.
  • Good knowledge of staff engagement and team motivation practices that can contribute to strong team morale.
  • A bachelor's degree or equivalent qualification.

What Sun King offers:

  • Professional growth in a dynamic, rapidly expanding, high-social-impact industry
  • An open-minded, collaborative culture made up of enthusiastic colleagues who
  • are driven by the challenge of innovation towards profound impact on people
  • and the planet.
  • A truly multicultural experience: you will have the chance to work with and learn
  • from people from different geographies, nationalities, and backgrounds.
  • Structured, tailored learning and development programs that help you become
  • a better leader, manager, and professional through the Sun Center for
  • Leadership.

We place great importance on sustaining a diverse, inclusive work environment.

We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state. Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against sunKING's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on sunKING's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    sunKING's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.